Amazon
Carrier Service Delivery Lead, Amazon Connect
Amazon, Seattle, Washington, us, 98127
Carrier Service Delivery Lead, Amazon Connect
Job ID: 2835222 | Amazon Development Center U.S., Inc.As part of the AWS Solutions organization, we have a vision to provide business applications, leveraging Amazon’s unique experience and expertise, that are used by millions of companies worldwide to manage day-to-day operations. We will accomplish this by accelerating our customers’ businesses through delivery of intuitive and differentiated technology solutions that solve enduring business challenges. We blend vision with curiosity and Amazon’s real-world experience to build opinionated, turnkey solutions. Where customers prefer to buy over build, we become their trusted partner with solutions that are no-brainers to buy and easy to use.Want to disrupt an industry by delighting customers? Looking for a job where your work can have direct and massive impact? Excited to join one of the newest and most exciting AWS services? Come be a leader on a team that is building a product that will touch millions of people daily.Amazon Connect is a highly disruptive cloud-based contact center that enables businesses to deliver engaging, dynamic, and personal customer service experiences. Amazon Connect is the result of the ten years of development that went into building the tools Amazon uses to provide its award-winning customer service at massive scale and launching it as a publicly available AWS service. With Amazon Connect, you can create your own cloud-based contact center and be taking calls in minutes. Amazon Connect leverages the power of Artificial Intelligence and the large ecosystem of AWS services such as Amazon Lex, Amazon Polly, AWS Lambda, Amazon S3 and Amazon Kinesis to provide a truly frustration-free, easy-to-use, extensible, and natural customer experience. With this technology, we are transforming an industry and the way customers interact with businesses and how agents service them.Amazon Connect Telecom is seeking a highly motivated Senior Technical Program Manager (TPM) to support Telecom carrier relationship management. The ideal candidate will develop mechanisms and frameworks for managing relationships with global carriers, serve as the primary point of contact for vendor escalation, host monthly and quarterly business reviews, ensure service level agreement (SLA) compliance, and drive carrier operational excellence initiatives.The successful candidate will have business and technical telecommunications expertise, the ability to interact at executive and technical team levels, flexibility in a dynamic business environment, and strong strategic thinking, data analysis, and communication skills.Key job responsibilities
Conduct formal monthly and quarterly business reviews (MBR/QBRs) with vendors and Amazon leadership.Write detailed reports for leadership summarizing vendor performance, SLA compliance, and key insights.Closely monitor vendor performance against contractual SLAs, identifying any SLA breaches or missed targets.Escalate issues to ensure vendors are held accountable for failing to meet their SLA commitments.Partner with internal stakeholders to align on contract SLAs and performance criteria.Provide necessary data for contract negotiations.Lead root cause resolution for vendor performance anomalies.Interact with incident management teams to develop automated metrics collection and analysis methods.Standardize outage and availability reporting.Develop and manage performance scorecards and dashboards.Conduct operational and strategic performance reviews.Analyze metrics including network reliability, service quality, and operational performance.Perform periodic risk assessments to identify potential vendor-related risks.This position will require 10-20% travel.BASIC QUALIFICATIONS
5+ years of technical product or program management experience5+ years of working directly with engineering teams experienceExperience managing projects across cross-functional teams, building sustainable processes and coordinating release schedules3+ years experience with voice telephony technologies (PSTN/SIP/RTP)PREFERRED QUALIFICATIONS
5+ years of project management disciplines including scope, schedule, budget, quality, along with risk and critical path management experienceExperience defining KPI's/SLA's used to drive multi-million dollar businesses and reporting to senior leadershipAmazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.Posted:
October 24, 2024
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Job ID: 2835222 | Amazon Development Center U.S., Inc.As part of the AWS Solutions organization, we have a vision to provide business applications, leveraging Amazon’s unique experience and expertise, that are used by millions of companies worldwide to manage day-to-day operations. We will accomplish this by accelerating our customers’ businesses through delivery of intuitive and differentiated technology solutions that solve enduring business challenges. We blend vision with curiosity and Amazon’s real-world experience to build opinionated, turnkey solutions. Where customers prefer to buy over build, we become their trusted partner with solutions that are no-brainers to buy and easy to use.Want to disrupt an industry by delighting customers? Looking for a job where your work can have direct and massive impact? Excited to join one of the newest and most exciting AWS services? Come be a leader on a team that is building a product that will touch millions of people daily.Amazon Connect is a highly disruptive cloud-based contact center that enables businesses to deliver engaging, dynamic, and personal customer service experiences. Amazon Connect is the result of the ten years of development that went into building the tools Amazon uses to provide its award-winning customer service at massive scale and launching it as a publicly available AWS service. With Amazon Connect, you can create your own cloud-based contact center and be taking calls in minutes. Amazon Connect leverages the power of Artificial Intelligence and the large ecosystem of AWS services such as Amazon Lex, Amazon Polly, AWS Lambda, Amazon S3 and Amazon Kinesis to provide a truly frustration-free, easy-to-use, extensible, and natural customer experience. With this technology, we are transforming an industry and the way customers interact with businesses and how agents service them.Amazon Connect Telecom is seeking a highly motivated Senior Technical Program Manager (TPM) to support Telecom carrier relationship management. The ideal candidate will develop mechanisms and frameworks for managing relationships with global carriers, serve as the primary point of contact for vendor escalation, host monthly and quarterly business reviews, ensure service level agreement (SLA) compliance, and drive carrier operational excellence initiatives.The successful candidate will have business and technical telecommunications expertise, the ability to interact at executive and technical team levels, flexibility in a dynamic business environment, and strong strategic thinking, data analysis, and communication skills.Key job responsibilities
Conduct formal monthly and quarterly business reviews (MBR/QBRs) with vendors and Amazon leadership.Write detailed reports for leadership summarizing vendor performance, SLA compliance, and key insights.Closely monitor vendor performance against contractual SLAs, identifying any SLA breaches or missed targets.Escalate issues to ensure vendors are held accountable for failing to meet their SLA commitments.Partner with internal stakeholders to align on contract SLAs and performance criteria.Provide necessary data for contract negotiations.Lead root cause resolution for vendor performance anomalies.Interact with incident management teams to develop automated metrics collection and analysis methods.Standardize outage and availability reporting.Develop and manage performance scorecards and dashboards.Conduct operational and strategic performance reviews.Analyze metrics including network reliability, service quality, and operational performance.Perform periodic risk assessments to identify potential vendor-related risks.This position will require 10-20% travel.BASIC QUALIFICATIONS
5+ years of technical product or program management experience5+ years of working directly with engineering teams experienceExperience managing projects across cross-functional teams, building sustainable processes and coordinating release schedules3+ years experience with voice telephony technologies (PSTN/SIP/RTP)PREFERRED QUALIFICATIONS
5+ years of project management disciplines including scope, schedule, budget, quality, along with risk and critical path management experienceExperience defining KPI's/SLA's used to drive multi-million dollar businesses and reporting to senior leadershipAmazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.Posted:
October 24, 2024
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